Summary: <a href="https://www.complianceandethics.org/wp-content/uploads/2015/02/turteltaub-adam-200x200.jpg"></a>By Adam Turteltaub<br> <br> Most every compliance team would like the helpline to ring more, and Brooks Rehabilitation was no different, explains Compliance Operations Manager <a href="mailto:Christine.Davenport@Brooksrehab.org">Christine Davenport</a> (<a href="https://www.linkedin.com/in/chris-davenport-b80a308/">LinkedIn</a>). To increase call volume they adopted a snappy slogan – “Better call compliance” – and put together a full marketing campaign to support it.<br> <br> The efforts paid off big, doubling the number of calls over four years.<br> <br> It wasn’t the slogan alone that helped. Central to their success was the combination of good internal marketing along with a serious behind the scenes effort to ensure that calls were acted on.<br> <br> The team captured data on which line of business the call came from, type of issue and what response was provided. The data was kept on a shared drive to streamline the process and make it simple to spot a repeated question. This both saved work and decreased the time of response. Common areas of employee concerns included HIPAA and receiving gifts from patients.<br> <br> When responding to calls, the compliance team, wherever possible, included information about the underlying regulatory requirement. This helped provide employees with context and enabled them to better educate themselves.<br> <br> The compliance team also looked beyond the questions and treated the calls as a way to start a conversation and reassure employees that calling didn’t automatically get them or someone else in trouble.<br> <br> Listen in to learn more about their efforts and get some ideas about how to convince your workforce it better call compliance.
